Universal Bankers service customers in a dual role involving Customer Service and Teller functions as business needs dictate. The Universal Banker position requires in depth technical, product, and policy knowledge in order to capably assist customers.
Position requires a minimum of 40% of scheduled time working on Platform in Customer Service
This position may be asked to work in different branch locations based off staffing needs
Universal Bankers are required to successfully attend Universal Training and become certified to assist customers with all lines of business the bank offers including Business Banking, IRAs, and all Lending product lines
Consistently meet monthly performance goals assigned
Consistently adheres to service standards established in the Customer Service Playbook
Attend staff meetings regularly and work overtime as needed.
Provides support for all functions associated with the Teller positon, including:
Provides support for all functions associated with Customer Service, including:
Answer the phone, general filing, and any other duties as assigned
COMPLIANCE: Maintain an excellent understanding of all applicable regulations and laws relating to day to day duties including but not limited to; Bank Secrecy Act; Privacy; Fair Lending and Regulation E.
Expected to be up to date on all requirements for annual compliance testing requirements. Must be knowledgeable and able to effectively apply this knowledge for day to day activities and responsibilities.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); Bachelor’s degree from a four-year college or university preferred. At least 1 year of business or retail experience. Prior experience working in a banking environment is preferred.
Proven ability to consistently demonstrate commitment to creating an exceptional customer experience. Demonstrated enthusiasm with established verbal communication skills to engage customers and encourage meaningful conversations. Must be able to pro-actively engage customers in conversations to identify opportunities, broaden relationships and provide solutions. Ability to respond to present needs as well as anticipate future needs of clients and service accordingly.
Ability to multi-task and master competencies in all areas of financial advice including managing money, borrowing money, and investing money. Must be able to self-manage, work independently, and be flexible. Maintain technical and operational proficiency in all aspects of customer engagement including account opening, loan applications, servicing, small business, new technologies, and on-boarding.
Must be able to work in a team environment and contribute as an individual – demonstrating the ability to support others in the achievement of common goals, as well as self-managing to individual expectations. Prior track record of successful attainment of goals in customer experience and/or business development in prior roles and work experiences.
Working knowledge of Microsoft Office products. Ability to master job specific software and hardware applications.
Must be able to successfully complete required training classes.
OTHER SKILLS AND ABILITIES
Basic typing and keyboard skills. Maintain a good understanding of COCC & Insight system.